Human handoff

Make escalation visible

Dchat treats handoff as a product surface: visitors can ask for help, AI can escalate uncertainty, and operators keep ownership, context, and evidence in view.

Visitor-requested help

Customers can request a human without waiting for AI confidence to fail, and the handoff reason stays attached to the conversation.

  • Visible request
  • Reason captured
  • Conversation updated

AI escalation

AI can move sensitive, uncertain, or policy-bound work to an operator instead of improvising an answer outside approved boundaries.

  • Uncertainty
  • Sensitive topics
  • Approved boundaries

Operator ownership

Assignment and follow-up stay human-owned so support leaders can review who took over, what context was present, and whether the path worked.

  • Named owner
  • Timeline context
  • Review trail

Every escalation should leave a reviewable trail.

CapabilityStatusDetail
Direct visitor handoffAvailableWidget handoff requests update the conversation and preserve the reason operators need for follow-up.
AI uncertainty escalationAvailableAI escalation routes risky or unresolved work to humans instead of presenting unsupported certainty.
Attachment and context escalationAvailableUploaded context can escalate to the dashboard while keeping the conversation record available for operators.
Webhook notificationConfiguredHandoff events can notify external systems when a workspace has configured an approved webhook.
Workforce-management parityNot claimedDo not claim native WFM scheduling, staffing optimization, or enterprise queue automation without shipped evidence.

This closes a key breadth gap by showing where Dchat is intentionally strong: handoff clarity, operator ownership, and review evidence.